Amit Khawale
Team Manager
Pune
Summary
Operations professional with 10 years of experience in Amazon across role of associate, team leader, trainer, quality analyst, team manager, quality manager. Demonstrated success in driving operational excellence and optimizing processes. Expertise in project management, stakeholder engagement, and cross-functional collaboration. Committed to enhancing customer experience and delivering results for organizations.
Overview
10
10
years of professional experience
Work History
Team Manager HTM
Amazon
Pune
01.2022 - 02.2025
- Oversaw operations for teams of 30 to 40 personnel with varied skill sets.
- Streamlined daily management processes, focusing on productivity standards and schedule adherence.
- Identified root causes by analyzing data to implement long-term solutions for customer issues.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
Quality Analyst
Amazon
02.2019 - Current
- Established productivity and customer service standards to achieve quality assurance objectives.
- Compiled weekly feedback to enhance service time and quality while increasing productivity.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
CS Resolution Specialist
Amazon
10.2016 - 01.2018
- Managed team of 15 to 20 Customer Service Associates, enhancing operational efficiency.
- Handled supervisor escalations via chats and emails, ensuring customer satisfaction.
- Developed Mentor-Mentee Program to improve performance and foster associate development.
- Provided weekly feedback on associate performance to drive continuous improvement.
Empowered team members by enhancing product knowledge and communication skills. - Implemented timelines to meet key performance targets effectively.
- Conducted training sessions to maximize potential of team members.
- Facilitated conference calls among stakeholders for timely dispute resolution.
CS Associate
Amazon
08.2015 - 09.2016
- Resolved customer issues across messaging, calls, and email using various software tools.
- Exhibited professionalism and high energy during interactions with clients and staff.
- Adapted swiftly to evolving customer demands and operational requirements.
- Built relationships with customers by providing friendly customer service.
Education
Engineering Diploma in E&TC
Skills
Operations management
Team leadership
Data analysis and reporting
Stakeholder engagement
Project and process management
Advanced Excel functions
Quality assurance
Timeline
Team Manager HTM
Amazon
01.2022 - 02.2025
Quality Analyst
Amazon
02.2019 - Current
CS Resolution Specialist
Amazon
10.2016 - 01.2018
CS Associate
Amazon
08.2015 - 09.2016
Engineering Diploma in E&TC